Service Level Agreement
This Beebole Service Level Agreement (“SLA”) accompanies the Beebole Subscription Terms of Service, available at https://beebole.com/terms-of-service/ or a successor URL (the “Agreement”) entered into between you (“Customer”) and Beebole. Capitalized terms used in this SLA that are not defined herein have the meanings given to them in the Agreement.
If you have any inquiries specifically directed regarding the Beebole SLA, please email us at support(at)beebole.com
1) Target Availability. Beebole will use commercially reasonable efforts to make each Service available with an uptime of 99.8% of each calendar month (“Target Availability”).
2) Exclusions. The calculation of uptime will not include unavailability to the extent due to: (a) use of the Service by Customer in a manner not authorized in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Beebole’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; (d) third party systems, acts or omissions; or (e) Scheduled Maintenance or reasonable emergency maintenance.
3) Scheduled Maintenance. “Scheduled Maintenance” means Beebole’s scheduled routine maintenance of the Services for which Beebole notifies Customer at least twenty-four (24) hours in advance. Scheduled Maintenance will not exceed eight (8) hours per month. Beebole typically performs Scheduled Maintenance once per quarter.
4) Remedy for Failure to Meet Target Availability. If there is a verified failure of a Service to meet Target Availability in two (2) consecutive months, then Customer may terminate the applicable Subscription Term by sending written notice of termination within thirty (30) days after the end of the second such month, in which case Beebole will refund to Customer any fees Customer has pre-paid for use of such Service for the terminated portion of the applicable Subscription Term. This termination and refund right is Customer’s sole and exclusive remedy, and Beebole’s sole and exclusive liability, for Beebole’s failure to meet the Target Availability.